About the team?

You will be part of a control room team of 9 people. This is made up of 4 Controllers and 5 Announcers.

About the job? 

Reading Control Room is the central source of information for customers, both internal and external at the station. 

Your main responsibilities will be:

• Providing excellent customer service by managing the operational performance of the station.
• Responsible on shift for effectively managing minute by minute station dwell time, customer flow management and information dissemination       

• Act as the focal point at Reading for managing minute-to-minute station operational issues.
• Report delays to GWR and other train operating companies' services working in and out of Reading to the relevant Control Centre and provide any necessary information about delays to ensure that they are correctly attributed.
• Dispatching trains on an adhoc basis.
• Develop, encourage and monitor performance of individual members of the Customer Care and Announcer Team

You'll need to be: 

• Customer focussed
• Have a positive can do attitude
• Ability to work shifts including weekend and bank holidays
• Ability to work in a pressurised time critical position
• Well organised

As a minimum, you will need to have: 

• Previous experience of establishing relationships with internal and external customers at variety of levels. 

• Extensive geographical Railway knowledge of the GWR network and adjoining networks.

• Experience making time critical decisions
• Articulate and able to communicate at all levels
• Strong interpersonal skills

Working Pattern?

This role requires shift working across a 7 day roster including weekends and bank holidays.

What to Expect?

• After submitting your application, shortlisted candidates will be invited complete an online assessment – Train Dispatch Multi-Tasking Test (recommended on a laptop/computer).
• Successful candidates will be invited for a competency-based interview. 

• Should you be successful you will need to pass a safety critical medical assessment, including a drug and alcohol screening, as well as a Basic DBS check.
• Full training will be provided, including a 3-week training programme in Swindon.

Additional Information?

This is a talent pool vacancy aimed at filling upcoming opportunities.  Interviews will take place provisionally either week commencing Monday 24th November or week commencing Monday 1st December

🚄 About GWR?

At GWR, we are proud to carry over 100 million passenger journeys every year to more than 275 stations across the South West, Wales, and London. With some of the UK's newest trains and a commitment to exceptional service, we are transforming rail travel.

We believe rail is more than just transport – it's a relaxing, efficient, and enjoyable experience. That's why we're looking for people who will help us revalue rail and make every journey special.

Perks & Benefits?

• Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
• Lifestyle: Costco membership, bike scheme, retail discounts.
• Financial: Pension, share-saving schemes, payroll giving.
• Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel.

 Our Commitment to Inclusion:

We all belong to GWR.  We embrace diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice.

We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know.

🔗 Exceptional Individuals – Neurodiversity
🔗 Health Assured – Neurodiversity

INGWR